Twitter is bringing out new customer service features to offer further convenience for sending and receiving private messages and feedbacks.
In the given features businesses can add a send a private message button to its tweets. They might start a conversation with its business through public tweets and at certain points they can be asking them to move to direct messaging with just a single tap or click. Second Twitter will be adding an option for businesses to privately asking them for feedback on customer service interaction.
If they will be turning out to get something fixed and getting a refund or whatever, they may need to share its personal information to some point which they probably want to do in a private manner. Adding to it, businesses may require a more quantifiable way of measuring the effectiveness of its customer service and Twitter allowed them to survey customers through the standard Net promoters Score (NPS) and customer satisfaction (CSAT) formats.
Twitter will be integrating these new features with present customer service tool thanks to partnerships with cover social, Hootsuite, Lithium, salesforce, spread fast, Sprinklr and Sprout social. The direct message deep linking feature shall be available to all businesses and is already being used by its brands like Class pass, Starbucks and Delta.